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Lara Tankal

Your favourite way of getting feedback from customers?

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All options have pros and cons; some are more convenient, the feedback you get with certain ways are more accurete and genuine, some are just complicated to manage. What are your experiences?

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Kate Irova
As a customer support representative, we collected most of our feedback within customer support conversations and ratings. However, our team agrees that nothing beats F2F, since customers are usually way more open and the conversation can go deeper, which gives you not only feedback, but also specific reasoning behind it.
Steven Birchall
As a Product Manager, nothing beats a face-to-face or online meeting with a customer to truely understand how they're using your product, what they think about various parts and learning all the hurdles and bits of joy they are coming across along the way. Unfortunately however they are time consuming (for both parties) and aren't scalable so need to be done in conjunction with other feedback channels.
Michael Silber
@stevenbirchall I absolutely agree. I think the trick is having a constant trickle of these interviews. At Product Hunt we have an “Office hours” link in our navigation that gets us a few interviews each week. Savvycal helps us split the interviews between the product managers.
Aleyna Çatak
As a product designer, I love to meet with users face-to-face and in online meetings to hear their feedback. Users also love this close communication as I've observed 😊 However, it requires a good preparation before the meeting and hard work after you get the outcomes.
Chetan Natesh
@aleynacatak What's the best way to setup these meetings?
Alessandro Canella
For me the best way is face-to-face. It helps you to connect with your customers better apart from that my next choice is focus group. :)
Kartal Erkoc
For the upcoming features&pages mostly through user testing, F2F and for the existing ones, in-app messaging is working effectively in my experience.
Lara Tankal
@kartal_erkoc1 I do agree that it is a good idea to split the areas you want ta get feedback and assign different types of communications accordingly.
Leon Ou
As the CEO of a startup, I spend 2 hours a week with users face-to-face. In this way, you can seriously think about the specific position of the company's product optimization and the direction the team needs to work on in the next stage.
Leon Ou
@lara_tankal Yes, none can get the direction just from imagination. Sometimes, chatting with users can give you new inspiration.
Emmanuel Frank
For me i appreciate face to face meeting if it is possible, this will show the customer that one truly appreciates him of her.
Lara Tankal
@emmanuel_frank1 So true. Not only that it allows you to get great feedback, it also strenghtens your relationship with your customer, too!
Samuel Lake
For everyone saying F2F meetings, how do you find users who would be interested in devoting the time to a F2F meeting?
Lara Tankal
@sam_drotar For us, it really is about finding long-term customers that are invested in the product. They are paying us for a service, and even though they are glad with what they've received, they also want to contribute and generally have some pretty solid ideas. Such customers are a few, however, their feedback is always the best.
Philip Brook
I may be bias, but we use voiceform.com. An easy way to collect and analyze text and voice based customer feedback. Think of the scale of a survey and the quality of a customer interview.
Lara Tankal
@phil_brook Haven't heard of it before, definitely will be checking it out. It seems to provide a common ground between F2F and written feedback.
Arnob Mukherjee
This a shameless plug, but we are literally building something in this line to help you manage user feedback coming from anywhere it's called Olvy https://olvy.co/ Olvy becomes your repository of user feedback from everywhere your users talk to or about you it could be Twitter, Customer Chat Support tools, or your community, we help you understand your users, and their pain points, and help you discover new things you could build. Convert feedback you receive into tickets for your engineering team, and automatically notify your users with your changelog and 1:1 announcements at the source. And here's how it works 👇
Lara Tankal
@iamarnob6543 Looks like a great product! I'll definitely check it out. Will you be launching on PH or have an upcoming page?
Maxime Néau
Live chat for me, it is a smooth way to talk live with a customer without the commitment and preparation of a face to face meeting
Junior Owolabi
in-app live user interviews via my platform https://www.prepxus.com
Elizabeth Obee
I love qual interviews - the richness of insights and flexibility to dig further into questions is unbeatable. However - I've also captured incredible insights from always-on systems like app store reviews, G2 reviews, and quarterly or 6-monthly quantatitve surveys. The ability to see patterns in a larger data set is a great complement to the qual rounds.
HAROON Khan
I prefer face-to-face feedback because it's more personal and I can get a better understanding of what the customer is trying to say. However, I also value customer feedback through surveys and/or emails because it provides me with quantitative data that I can analyze.
Lara Tankal
@haroon_khan14 I agree.I find surveys quite useful, mostly because of the reason you've mentioned, quantitative data. It is also time-effective and easy to engage in the customer's end as well.
philgenius
usertesting, userzoom, no substitute for talking to actual users tho
Jason Chan
Split between F2F and in-app messaging...although one thing I like about in-app messaging is that it feels like people are more likely to tell you how they really feel compared to F2F
Sridevi M
I would opt for face-to-face meetings, this will show the customer that one truly appreciates him or her and understand their needs/feedback better
Khasan
I would say there is no better way to me but better customers (that can explain their feedback in a clear way instead of saying something irrelevant).
Rachit Nigam
Most of the time it's Face-to-Face Meetings, nothing can beat the connect a PM can establish with their customers while taking feedback. I have a lot of the time channelized them through Support Mails/chats. From my perspective In-App messaging also plays an important role if feedback has to be collected at the micro level but at scale. It really depends on the bandwidth, the granularity of the feedback, and the scalability of the feedback channel, I tend to use a mix of all except Social-Media.
Daniyar Yeskaliyev
Face-to-face is the best, but we also use our app that we've built specifically for easy cloud-based video recording. Our customers can just record their webcam, or just a screen capturing with their voice, and show how they use the app / product. It's super accurate, easy, and asynchronous. What we've found as a big bottleneck / time consuming moment was actually organizing a meeting (online or offline), because it should be the right time for both our company rep and the user. With async video recording, our customers can record their feedback directly via the link to the video review that we send them, and we can review it when we have time. Works really well for international customers from different time zone, and it's a very rich format. Also, it saves time for a customer - they just record as they use, with no need to then reflecting on what they did, writing it as a text - no time needed for that. If it's 10 minutes of their experience, they do just that - and leave us the video with no editing. It's the most genuine possible format in my opinion. But it past, before this app, we used to conduct customer interviews, user testing session, email feedback.